Leveraging state-of-the-art technology

As we come to the last step of Week 2, it’s important to remember that technology will continue to play a key role in increasing the performance of the omni-channel supply chain.

However, the important issue to focus on here is not which technologies (in particular digital technology) to adopt, as that depends on the operations and products being retailed. Rather it is identifying what aspects of omni-channel operations technology should be applied to in order to heighten the expected seamless omni-channel experience.

Survey results from a 2016 JDA Software white paper identified the following three components as the most critical ways in which digitisation can support their company’s omni-channel strategy over the next five years:

1. Supply chain visibility: There will be high transparency to all inventory levels for all channels to ensure retailers have the ability to facilitate deliveries to their customer of any particular item, colour and size, when and where desired. This also means retailers’ relations with suppliers are moving from low-cost supplier selection to strategic and collaborative.
2. Advanced analytics:This allows retailers to understand their customers, engaging them to meet their expectations, predicting specific behaviours (such as likelihood of purchasing certain things), and formulating and monitoring delivery, whether it’s a product or service.
3. Supply chain systems integration (both internally and with trading partners): Integration of systems will increase the responsiveness, profitability, and agility of the entire end-to-end supply chain.

Activity

Why do you think data and analytics are essential for providing a seamless customer experience in omni-channel?

Post your thoughts in the Comments area below.